Tiffany Yu is the CEO & Founder of Diversability, an award-winning social enterprise to elevate disability pride; the Founder of the Awesome Foundation Disability Chapter, a monthly micro-grant that has awarded $92.5k to 93 disability projects in 11 countries; and the author of The Anti-Ableist Manifesto: Smashing Stereotypes, Forging Change, and Building a Disability-Inclusive World. As a person with visible and invisible disabilities stemming from a car crash, Tiffany has built a career on disability solidarity. Now that she has found success, she works to expand a network of people with disabilities and their allies to decrease stigmas around disability and create opportunities for disabled people in America. Episode Chapters 0:00 Intro 1:26 When do we choose to share our disability stories? 4:12 Jay’s disability story 8:35 Visible and invisible disabilities 13:10 What does an ally to the disability community look like? 16:34 NoBodyIsDisposable and 14(c) 21:26 How does Tiffany’s investment banking background shape her advocacy? 27:47 Goodbye and outro For video episodes, watch on www.youtube.com/@therudermanfamilyfoundation Stay in touch: X: @JayRuderman | @RudermanFdn LinkedIn: Jay Ruderman | Ruderman Family Foundation Instagram: All About Change Podcast | Ruderman Family Foundation To learn more about the podcast, visit https://allaboutchangepodcast.com/…
There’s nothing worse than losing customers to independent garages and quick lubes after the OEM warranty expires – which happens 70% of the time! As a car dealership, your #1 goal is keeping customers — and to do that, you need quality employees, an optimized service department, and benefits that matter to your customers. Imagine transforming your service department into a powerhouse of customer retention and satisfaction. Picture a dealership where your team is motivated, your customers are loyal, and your service department consistently drives revenue and profit. That’s exactly what you’ll get from Retention Roadmap with Bill Springer. Bill is a seasoned expert in dealership customer retention, service marketing, and customer experience. In this podcast, you’ll get actionable insights, industry best practices, and real-life success stories from Bill, along with other industry experts. Each episode is designed to equip you with the knowledge and tools you need to enhance customer retention, improve employee productivity, and drive profitability. If you’re ready for that, subscribe now and start transforming your dealership.
There’s nothing worse than losing customers to independent garages and quick lubes after the OEM warranty expires – which happens 70% of the time! As a car dealership, your #1 goal is keeping customers — and to do that, you need quality employees, an optimized service department, and benefits that matter to your customers. Imagine transforming your service department into a powerhouse of customer retention and satisfaction. Picture a dealership where your team is motivated, your customers are loyal, and your service department consistently drives revenue and profit. That’s exactly what you’ll get from Retention Roadmap with Bill Springer. Bill is a seasoned expert in dealership customer retention, service marketing, and customer experience. In this podcast, you’ll get actionable insights, industry best practices, and real-life success stories from Bill, along with other industry experts. Each episode is designed to equip you with the knowledge and tools you need to enhance customer retention, improve employee productivity, and drive profitability. If you’re ready for that, subscribe now and start transforming your dealership.
Most dealerships are intrigued by AI, but many are still stuck in the dark when it comes to using it effectively. Instead of solving real problems, they’re overwhelmed by dashboards, buried in reports, and stuck blasting the same messages to every customer. The result? Missed opportunities, service defection, and underwhelming ROI on the tools they already have. In this episode, sponsored by DriveSure, Bill sits down with Todd Smith, CEO and co-founder of QoreAI, to explore how dealerships can use artificial intelligence to enhance their retention strategy. From data hygiene to behavioral targeting, Todd outlines the steps every dealer can take to build smarter communication, improve the customer experience, and stop defections before they happen. Takeaways from this episode: Why organizing and cleaning your data is the foundation for using AI effectively How AI can personalize service reminders based on driving behavior Simple AI applications to re-engage customers who declined service A smarter approach to preventing drop-off during the warranty-to-customer-pay transition How forward-thinking dealers are using AI to reduce message fatigue and increase trust Resources from this episode: Explore QoreAI Retention Roadmap YouTube Channel Social Media: Connect with Todd on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
What if your biggest threat to retention isn’t the competition, but your own calendar? Most dealerships don’t lose customers all at once. They just stop showing up. But with AI and a few simple process shifts, you can catch defection before it happens and make retention feel automatic. In this episode, sponsored by DriveSure, we welcome Dave Foy, a veteran of automotive retail and founder of the Automotive AI Summit. With decades of experience across OEMs, dealership groups, and vendors, Dave unpacks how dealerships can use predictive insights, emerging tech, and smarter workflows to improve retention and streamline fixed ops. From managing advisor burnout to identifying service risks in your data, this episode is packed with practical strategies that every GM and fixed ops leader should hear. What we discuss in the episode: Why focusing on consistency, not conquest, is the key to long-term service retention How AI tools can surface defection risks before the customer is lost What advisors really need to be more effective and how to give it to them Why your tire strategy might be quietly killing your retention How smart inspection tools and predictive data can transform technician productivity Resources from this episode: Register for the Automotive AI Summit with Dave Social Media: Connect with Dave on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
What if your best retention strategy had nothing to do with pricing, loyalty programs, or even your shop’s hours, and everything to do with how your service advisors say "good morning"? Most customers don’t come back because they weren’t helped… they were handled. The fix? Train your advisors to build relationships, not just close tickets. In this episode, sponsored by DriveSure, Bill Springer sits down with Kieran Stack, founder of Service 101 and a sought-after voice in global aftersales training. Known for his practical approach and advisor-first philosophy, Kieran shares why dealership processes haven’t kept pace with modern expectations and how that’s holding back customer loyalty and employee success. From rethinking advisor onboarding to the words that destroy trust at the counter, this conversation cuts straight to the core of what makes or breaks retention. What we discuss in the episode: Retention hinges on mindset: Advisors must shift from transactional to relational communication The most successful advisors treat every day like showtime: they’ve got a costume, a script, and a standard Poor training and outdated processes are fueling turnover and burning out frontline staff Language matters: words like “recommend” may be killing your approvals without you realizing it If your customers aren’t coming back, it’s not a marketing issue, it’s a service experience issue Resources from this episode: Visit Kieran's YouTube Channel: Service 101 Get a copy of Kieran’s book Social Media: Connect with Kieran on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Offering mobile service sounds like a win-win, but for many dealerships, the logistics feel overwhelming. How do you staff it? Route it? Make money on it? And will customers even use it consistently? In this episode, sponsored by DriveSure, Bill sits down with Amit Chandarana, CEO of Curbee, a mobile service software platform that’s helping dealerships turn these questions into action. Drawing on Curbee’s roots in Tesla’s early mobile service operations, Amit shares how their platform — MARS — enables dealerships to deliver at-home service that’s efficient, profitable, and deeply aligned with customer expectations. From new OEM incentives to optimizing for recalls and reactivating lost customers, this conversation covers what it really takes to make mobile service work. What we discuss in the episode: How Curbee’s MARS platform uses geo-mapping and traffic data to schedule smarter mobile appointments Why mobile service re-engages inactive customers and what a 92% completion rate says about convenience How to avoid overbuilding your shop by treating mobile service as your next “virtual bay” The one test every dealership should use before deciding whether to offer mobile service Resources from this episode: Curbee Contact Curbee Social Media: Connect with Amit on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Most customers expect a modern, seamless experience everywhere they go, so why does the dealership service lane still rely on clipboards and key drops? It’s time to ask whether your service experience reflects the kind of innovation and convenience today’s customers take for granted. In this episode, sponsored by DriveSure, we talk with Richard Lupo, Fixed Operations Director at Apple Tree Honda and Acura, about how he’s transformed his service department with 24/7 kiosks, media-rich inspections, and full tech integration with Reynolds & Reynolds. Richard shares how these changes are driving customer retention, advisor satisfaction, and increased revenue—plus why building trust, empowering employees, and redefining value are just as important as any tool or tech. What we discuss in the episode: How 24/7 kiosks improve customer convenience, upsells, and advisor efficiency Why limiting third-party tools and going all-in with one system can boost consistency Practical strategies to turn tire sales into a loyalty builder, not a loss leader The cultural impact of building trust and transparency with your team How a modern customer experience starts with rethinking value Resources from this episode: Apple Tree Honda Apple Tree Acura Social Media: Connect with Richard on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
The success of dealership service departments often hinges on effectively setting and securing first service appointments—a pivotal step many dealerships overlook. But it could significantly boost customer retention through strategic processes and engaging customer experiences. In this episode, sponsored by DriveSure, Patti Tremonti, CEO of MTN Automotive Training Systems, outlines the importance of dealership-wide participation in scheduling first appointments, proactive communication, and building a transparent and welcoming environment that encourages repeat visits. She also introduces innovative solutions such as subscription-based prepaid maintenance plans and detailed video inspections. We also dive deeper into how these tools build trust, enhance transparency, and provide the convenience that today's customers expect, transforming service interactions into opportunities for long-term customer loyalty and increased dealership revenue. What we discuss in the episode: The critical role of the first service appointment in customer retention Strategies for overcoming common pitfalls in scheduling service appointments Benefits of implementing subscription-based prepaid maintenance plans Why video inspections are essential for transparency and customer trust Actionable tips for enhancing dealership-wide engagement and accountability Resources from this episode: MTN Automotive Contact Patti directly: patti@trainwithmtn.com Social Media: Connect with Patti on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Customer retention in the dealership service department is about more than just numbers—it's about treating every customer as if they're family and earning their repeat and referral business. In this episode, Tully Williams, Fixed Operations Director at the Niello Company, emphasizes the importance of measuring retention consistently and realistically, sharing his unique insights on why customer-focused recommendations and competitive pricing strategies (especially with tires, brakes, batteries, and maintenance) directly impact dealership loyalty and profitability. Tully also discusses practical steps dealerships can take to improve retention, such as refining tire sale processes, implementing targeted BDC outreach, and maintaining healthy advisor-to-technician ratios. From operational adjustments to building trust through transparent customer communications, Tully reveals how dealerships can successfully navigate critical defection points and transform everyday interactions into long-term customer relationships. What we discuss in the episode: How to measure customer retention realistically (and why it matters) Why tires are a critical driver of long-term dealership loyalty The power of human outreach vs. automated messaging in retention strategies How technician-to-advisor ratios directly impact your retention and CSI Why selling recommendations you'd give your family boosts customer trust Resources from this episode: Niello Social Media: Connect with Tully via LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn Connect with Tully via Email…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
The service retention landscape is shifting, and dealerships must adapt to stay ahead. With fewer new cars being sold in recent years, the traditional flow of service customers is slowing, making it more important than ever to win back lost customers and capture more aftermarket business. In this episode, we sit down with Ujj Nath, CEO and Founder of myKaarma, to explore the biggest challenges and opportunities in fixed ops today. From leveraging AI-driven customer interactions to optimizing recall campaigns, Ujj shares actionable strategies that dealerships can implement to keep their service drive full and customers loyal. He also reveals how proactive communication, transparency, and convenience can transform the service experience—and why these factors are critical for competing with independent shops and maintaining revenue. What we discuss in the episode: The real impact of declining vehicle sales on service retention—and how to adapt How dealerships can win back lost service customers with smarter recall strategies Why texting and video transparency are game-changers for service communication How AI-driven tools can streamline appointment scheduling and customer engagement The overlooked service opportunities in EVs and collision repair How to make every service interaction seamless, convenient, and customer-focused Resources from this episode: myKaarma Social Media: Connect with Ujj on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn Connect with Ujj via Email…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Dealerships today face a unique challenge: standing out in a crowded digital landscape while building long-term customer loyalty. In this episode, we explore how dealerships can strengthen their brand, improve retention, and create meaningful customer relationships. We’re joined by up-and-coming industry leader, Savannah Simms, Director of Marketing & Business Development at Simms Auto Group, and Chief Operating Officer at Freddy Media. Savannah shares her insights on the power of social media, the role of internal culture in customer experience, and why the service department should be at the center of a dealership’s marketing strategy. From leveraging content creation to fostering technician engagement, she reveals practical ways dealerships can build trust, cut through the digital noise, and turn everyday interactions into lasting connections. What we discuss in the episode: Why social media is a game-changer for dealership retention (when used correctly) Why the service drive should be the foundation of your dealership’s marketing strategy The importance of engaging technicians and advisors to boost retention How to make fixed ops marketing more effective (and fun!) The real role of AI in dealership marketing Resources from this Episode: Check out Freddy Media: https://freddymedia.com/ DriveSure Dealership Service Retention Report: https://resources.drivesure.com/2023-dealership-service-retention-report Social Media: Connect with Bill on LinkedIn: https://www.linkedin.com/in/billspringerdrivesure/ Connect with Savannah on LinkedIn: https://www.linkedin.com/in/savannahlsimms/ Follow Retention Roadmap on LinkedIn: https://www.linkedin.com/company/retention-roadmap/…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
What if some of the biggest opportunities for service retention are hiding in plain sight? Recalls and mobile service often feel like operational challenges, but they could be the key to driving revenue and reactivating customers you thought were lost for good. In this episode, sponsored by DriveSure, Ryan Maher, CEO and founder of BizzyCar, joins us to uncover how shifting your perspective on these services can transform your dealership’s growth strategy. From reducing missed recall opportunities to using mobile service to expand capacity without adding bays, Maher breaks down practical strategies that boost retention, reactivate customers after years of inactivity, and even help solve technician shortages. Whether you're trying to streamline operations or maximize every service opportunity, this conversation is packed with insights to help your dealership thrive. What we discuss in the episode: How to turn recalls into a customer retention strategy The surprising revenue potential of mobile service Why missed recall opportunities are costing your dealership—and how to fix it How AI and automation can streamline service operations Tips for increasing service capacity without expanding your facility Resources from this episode: DriveSure Dealership Service Retention Report Check out BizzyCar Social Media: Connect with Ryan on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
What’s the real key to turning first-time customers into lifelong dealership advocates? For many, the answer lies in an often-overlooked area: the parts department. In this episode, we uncover how inventory health, tire strategies, and better communication can transform your dealership’s retention game. Kaylee Felio, Sales and Marketing Manager at PartsEdge and host of the Trailblaze Your Path podcast, joins us to share practical insights on how a well-managed parts strategy can boost customer loyalty, drive efficiency, and strengthen trust across departments. From leveraging technology to addressing common challenges like obsolescence, Kaylee delivers actionable tips to help your team thrive. What we discuss in the episode: Why parts departments are the backbone of service success Strategies for improving inventory health and profitability How clear communication builds trust with customers—even during delays The importance of stocking the right parts (and tires!) to minimize downtime Leveraging technology to track inventory and streamline operations Resources from this episode: DriveSure Dealership Retention Report Trailblaze Your Path Podcast Parts Management Podcast Social Media: Connect with Kaylee on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Today’s customers demand greater transparency and trust from their service providers—and dealerships need to deliver. How can fixed ops professionals bridge the gap between customer expectations and service department performance? In this episode of Retention Roadmap, sponsored by DriveSure, we sit down with Joe Shaker, CEO of Shaker Auto Group and founder of TruVideo, to explore how video technology is transforming dealership communication. From enhancing transparency to driving higher retention rates, Joe shares how video inspections are reshaping service departments and creating new opportunities for growth. What we discuss in the episode: The role of video technology in improving trust and customer relationships How TruVideo enhances communication between technicians, advisors, and customers Insights into the implementation process and overcoming adoption challenges The measurable impact of video on repair order revenue and customer satisfaction Why video-based communication is becoming the industry standard Social Media: Reach out to Joe via email Connect with Bill on LinkedIn Follow Retention Roadmap on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Why do some dealership service departments foster lifelong customer loyalty while others struggle with defection? What if the key lies in leveraging transparency and technology to build trust and enhance the customer experience? In this week’s episode, sponsored by DriveSure, Zach Roberts, Service Director at Manly Automotive Group, shares how video multipoint inspections and streamlined service processes are reshaping customer relationships. From earning trust during the first service visit to equipping technicians with tools for success, Zach provides actionable insights that boost retention, drive revenue, and create a seamless service experience. Whether you're battling customer mistrust or seeking ways to elevate your team's performance, this episode is packed with practical tips to help you thrive. What we discuss in the episode: The role of trust in first-service loyalty How video inspections build transparency and increase service approvals Strategies to train and incentivize service teams effectively Using technology to streamline service processes and enhance efficiency Turning first-time visitors into lifelong customers Social Media: Connect with Zach on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Why are some dealerships leading the charge in customer loyalty while others struggle to stand out? Could the secret lie in evolving service processes and a reimagined approach to business development? In this episode, we unpack the strategies that turn service interactions into long-term customer loyalty. Our guest, John Traver, CEO and founder of Traver Connect, shares how modern BDC practices are helping dealerships enhance customer interactions, reduce wait times, and even bring service directly to customers’ driveways. From proactive appointment scheduling to the rise of mobile service vans, John explains how dealerships can transform retention events into customer loyalty intent. Packed with actionable insights, this conversation is a must-listen for anyone looking to create seamless service experiences and drive growth in fixed ops. What we discuss in the episode: The difference between retention and loyalty – and why it matters How mobile service vans are solving technician shortages and improving customer convenience The value of proactive appointment scheduling for boosting customer satisfaction Using BDCs to handle unplanned service calls and build customer trust Practical tips to elevate your service process and uncover hidden revenue opportunities Resources from this episode: Connect with John on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn Visit Traver Connect…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Why should dealerships rethink service convenience to retain more customers? Todd Rabourn, Ford Motor Company’s Director of Global Customer Experience Implementation, shares how Ford’s mobile service initiative is transforming the way dealerships connect with customers and drive loyalty. In this week’s episode, Todd explores the growing demand for mobile service and pickup and delivery options, highlighting how they remove friction, attract out-of-warranty customers, and boost customer satisfaction. He breaks down the challenges dealerships face and shares how Ford is addressing these hurdles to create a seamless experience. Todd also discusses the broader impact of remote services on retention, dealership capacity, and loyalty, while providing a glimpse into the future of mobile service for EVs and tire maintenance. Takeaways from this episode: How mobile service is reshaping dealership retention strategies The operational challenges and solutions for implementing remote services The growing importance of tires and EVs in mobile service offerings Practical ways to increase customer satisfaction and long-term loyalty Social Media: Connect with Todd on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Why do some dealerships thrive in service retention while others struggle to bring customers back? What if the secret lies in data-driven insights that reveal untapped opportunities and practical strategies? In this episode, we uncover tools and techniques dealerships can use to turn their service lanes into loyalty engines. Our guest, Piermichele Robazza, Global Practice Director of Aftersales Performance at Urban Science, shares how ServiceView is revolutionizing dealership operations. From enhancing first-service loyalty to improving multipoint inspections, Robazza dives deep into actionable metrics and cutting-edge strategies that improve service retention, boost customer trust, and even drive vehicle sales. Whether you’re struggling to compete with independent service providers or looking to make your service-to-sales handoff more effective, this conversation is packed with insights to help you succeed. Takeaways from this episode: The impact of first-service loyalty How multipoint inspections contribute to retention and revenue How to amplify success with service-to-sales handoffs Unlocking your dealership’s full potential with actionable analytics Increasing service visits with proactive marketing tactics Social Media: Connect with Piermichele on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Why do so many dealerships let tire sales—and customer retention—slip through their fingers? Wes Volkert, Parts Director and tire expert, breaks down how dealerships can transform their tire sales strategy to drive loyalty and long-term growth. In this episode, Wes dives into the often-overlooked role of tires in retention. He shares how leveraging manufacturer programs, optimizing inventory, and fostering customer awareness can dramatically boost retention rates. Wes also highlights the critical opportunity dealerships have with EVs and why tires will become an even bigger focus as other maintenance needs decline. Takeaways from this episode: The surprising impact of tire sales on customer retention How to overcome common challenges like inventory management and space constraints Why EVs make tire expertise essential for service departments Practical steps to increase tire penetration and keep customers coming back Social Media: Connect with Wes on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Customers today expect more convenience than ever, and dealerships need to adapt to stay competitive. With growing demand for faster, more accessible service, how can your dealership meet these expectations while boosting efficiency and retention? In this episode of Retention Roadmap, sponsored by DriveSure, we dive into the innovative world of mobile service with Jeremy Stephens, Remote Operations Director at Bozard Ford Lincoln. We explore the benefits of his new approach to customer service, which operates over 40 mobile units that deliver fast, convenient service directly to customers’ doorsteps. We also discuss how mobile service is improving retention rates, increasing shop capacity, and creating new revenue opportunities, particularly with fleet customers. What we discuss in the episode: How Bozard Ford's mobile service improves customer satisfaction and reduces wait times The role of mobile units in optimizing shop capacity and technician efficiency Key services offered through mobile units, from tire replacements to diagnostics Strategies for selling mobile service to fleet customers and boosting revenue Why mobile service is reshaping the future of dealership operations Resources from this episode: 2023 Dealership Service Retention Report Social Media: Connect with Jeremy on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Why do some dealerships consistently outperform competition while others lose customers to aftermarket pricing? Intelicheck’s Joe Gibson & Melissa Marlatt uncover competitive intelligence strategies that help service departments boost retention, stay ahead in pricing, and win back customers. In this episode sponsored by DriveSure , Joe, Vice President of Sales and Marketing, and Melissa, Chief Operating Officer, explore the impact of competitive intelligence in new car dealerships. We reveal how real-time pricing data helps dealerships stay ahead of aftermarket competition, especially for services like oil changes and tires. Joe and Melissa also provide insights into understanding true competitors, the importance of transparent pricing, and how dealership service departments can leverage intelligence to retain customers through value-added services and better communication. What we discuss in the episode: The growing trend of mobile service How pricing and competitive intelligence can be applied to make mobile service a viable extension of dealership offerings Increasing customer retention and loyalty by offering value-packed service packages The importance of consistent communication with customers about services, pricing, and convenience Social Media: Connect with Joe on LinkedIn Connect with Melissa on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Every customer is ultimately seeking convenience, so how can dealerships take advantage of the transformative power of mobile service technology to deliver an exceptional experience? In this episode of Retention Roadmap, Denise Leleux , CEO of Curbee , highlights how dealerships can leverage mobile service to improve customer satisfaction and increase service capacity without the need for costly infrastructure expansions. By focusing on delivering services directly to customers, dealerships can reduce appointment backlogs and avoid customer defection to third-party service providers. What we discuss in the episode: The ideal dealership profile for implementing mobile service The increasing demand for mobile service in 2024 and beyond Mobile service as a necessity in the modern dealership landscape How Curbee technology ensures a seamless experience for both the customer and the service team How mobile service addresses the need for more convenience in auto service Resources from this episode: Curbee Social Media: Connect with Denise on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn Sponsored by DriveSure…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
If your fixed ops department still relies on outdated marketing or thinks coupons are enough, you're leaving serious money on the table. But how can dealerships transform their service departments? Why is it so important to build real customer relationships? It’s time to rethink everything about marketing fixed ops! In this episode of Retention Roadmap, Charity Dunning, Chief Marketing Officer and Russell Hill, Managing Partner and Co-Founder of Fixed Ops Marketing, and Co-Hosts of the What the Fixed Ops?! Podcast join us to discuss how dealerships can optimize their marketing. We explore common pitfalls and emphasize the need for a paradigm shift, and, the importance of customer experience from the moment a guest arrives. We also look at the underwhelming or nonexistent digital marketing strategies that many dealerships have in place. What we discuss in the episode: Revolutionizing dealership marketing with video, AI, and automation Shifting customer communication preferences The importance of awareness around dealership services The value of transparent communication in driving dealership success Resources from this episode: Fixed Ops Marketing What the Fixed Ops Social Media: Connect with Charity on LinkedIn Connect with Russell on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
How do some dealerships turn their service departments into customer retention powerhouses while others struggle to get buyers to return? Corey Smith reveals the often-overlooked strategies that can transform your service operations. In this episode of Retention Roadmap, Corey, the National Fixed Operations Training Manager for EasyCare and host of the FWRD podcast shares insights on how EasyCare integrates fixed operations training with their dealership services, emphasizing the importance of structured processes within the service department. By refining processes and equipping service teams with the right skills and tools, dealerships can transform their service departments into powerful drivers of customer loyalty and satisfaction. Corey also highlights the value of prepaid maintenance programs and service contracts as essential tools for enhancing customer retention. What we discuss in the episode: How dealerships often overlook the potential of their service departments to drive customer retention and profitability The importance of a well-designed prepaid maintenance program or service contract Emerging trends and challenges in the automotive service industry Why dealerships should proactively adapt to advancing technology The importance of servant leadership for service managers Social Media: Connect with Corey LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn The FWRD Podcast…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
How does a technician rise to become the owner of multiple successful dealerships? For Jerry Romano, it started by mastering service retention and building a brand that customers can't resist. Today he’s the owner and Chief Operating Officer of Windward Hyundai, Windward Chrysler Dodge Jeep Ram, and Jerry V's Honolulu Hyundai. In this episode of Retention Roadmap, Jerry emphasizes how his hands-on experience in fixed operations has shaped his leadership style, allowing him to build strong customer relationships and drive service retention. He also discusses the importance of creating a unique brand identity, such as "Jerry for the People," which resonates with customers and sets his dealerships apart in a competitive market. The branding, combined with consistent marketing and a focus on customer service, has been crucial in maintaining customer loyalty. In this episode, we also explore: Specific strategies that contribute to dealership success How programs like Tires for Life and DriveSure help with customer retention The challenges of growing technician talent Adapting to the evolving electric vehicle market The importance of consistency and maintaining personal connections with customers Social Media: Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
The internet has become plagued with incorrect news, but there are still good journalists out there who are doing honest work. Regardless of all the misdirection, however, people still rely on media for information. So what goes into the story behind the headline? And how can dealerships collaborate with the media to attract more customers? In this episode of Retention Roadmap, Dan Shine, Senior Editor of Automotive News, discusses the critical role journalism plays in the automotive industry, differentiating between trained journalists and bloggers. We also explore current challenges faced by dealerships, particularly in customer retention and technician recruitment. Dan also shares his perspective on the future of mobile services if dealerships don’t prioritize the opportunity it presents. What we discuss in the episode: The importance of adapting to new trends The ongoing struggle to retain customers for dealership services The history of tire and windshield services and the impact they had on customer retention The rigorous standards and ethical guidelines that help ensure the accuracy and reliability of reporting Resources from this episode: Automotive News DriveSure 2023 Retention Report…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Imagine uncovering a hidden revenue stream within your dealership's service department that could add thousands to your bottom line every month—without increasing your workload. In this episode, Evan Kilchenstein, Major Accounts Specialist at Armatus Dealer Uplift, reveals how optimizing warranty reimbursement can do just that, transforming your parts and service profits overnight. We explore how dealerships can significantly increase their profits by ensuring their warranty labor rates and parts markups are on par with retail levels. Evan details the history and evolution of legislation that allows dealerships to request higher rates from manufacturers, and how technology has helped streamline these processes. We also discuss the importance of regularly reviewing and adjusting these rates to prevent leaving money on the table. Takeaways from this episode: How AI and proprietary software allow for faster, more accurate submissions Challenges dealerships face when going through the warranty reimbursement process The significant financial benefit that can be achieved by leveraging effective warranty reimbursement strategies Common mistakes dealerships make when trying to handle this process independently Resources: DriveSure Analytics Dashboard Video Social Media: Connect with Evan Kilchenstein on LinkedIn Follow Armatus Dealer Uplift on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn Retention Roadmap YouTube Channel…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
Customer retention is about more than simply providing great service. Leadership teams must know how to connect with every customer that walks through the door. From a robust tire program to leveraging video multipoint inspections, and engaging the next generation of car owners, Eddie Campbell provides innovative strategies that improve the customer experience and increase retention rates. In this episode of Retention Roadmap, Campbell, the Fixed Operations Director at Forest Lane Chrysler Dodge Jeep Ram in Dallas, Texas, and the creator of EddieInService.com , also shares his unique perspective on the role of vendors. Then we dig deeper and explore insights on the biggest challenges facing fixed operations in 2024 and beyond. Join us for more on: Biggest challenges for fixed operations in 2024 and beyond com and its accomplishments Customer retention and how Eddie is applying his decades of experience to address challenges Resources Mentioned in this Episode: DriveSure Service Retention Service Audit Checklist DriveSure 2023 Dealership Service Retention Report Connect with Eddie on LinkedIn Connect with Bill on LinkedIn EddieInService.com EddieInService YouTube: https://www.youtube.com/@eddieinservice Visit the Retention Roadmap website…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
There’s a delicate balance required of every service advisor. They must be able to tell customers what their vehicle needs without overwhelming them into inaction. So how do you find that sweet spot? And what can service advisors and general managers do to better support their service team? In this episode of Retention Roadmap, Don Andres, president of Auto SCT Consulting and Training and author of "Why Auto Service Departments Fail to Grow," shares his extensive experience in leading large service departments. We delve into the primary reasons why auto service departments struggle to achieve consistent growth, the importance of proactivity, and how the quality of an MPI directly impacts customer retention and service department profitability. Tune in for more on: Don's new book, "Why Auto Service Departments Fail to Grow" The real reasons why service departments fail to grow and simple techniques for consistent growth Proactivity in service departments Planning and ownership of appointments by service advisors Resources mentioned in this episode: DriveSure Service Retention Audit Checklist Connect with Don on LinkedIn Connect with Bill on LinkedIn Autosctconsulting.com Purchase Don’s Book: Why Auto Service Departments Fail to Grow Visit the Retention Roadmap website…
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Retention Roadmap: Navigating Service Success for New Car Dealerships
For every new car sold, only 30% of customers return to the dealership for regular service. But you don't have to settle for this! Welcome to Retention Roadmap, the ultimate guide for new car dealerships striving to master customer retention and service success. Discover why 70% of customers drift to independent garages once their warranty expires and how you can change that by delivering exceptional service that turns one-time buyers into lifelong clients. In each episode, you'll learn from peers and industry experts on how to: Ensure more customers return for scheduled maintenance Be the first choice for tires and unplanned repairs Hire and retain top-notch staff Optimize your operations Implement effective retention strategies Together, let's gear up for success and make your dealership a retention leader. Subscribe to Retention Roadmap today and never miss an episode! Connect with Bill on LinkedIn: https://www.linkedin.com/in/billspringerdrivesure/ Visit the site: Www.retentionroadmappodcast.com Subscribe on YouTube: https://www.youtube.com/@retentionroadmappodcast…
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